Yuugado Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

I won at Yugado Casino, but my account was locked and my funds were confiscated.

There is no detailed explanation from Yuugado Casino.

I was told about this casino by my twin brother, who also seems to have had his account locked, so it's possible that the casino is making some kind of mistake.

My brother also told me about Casino Guru.

Please help me to solve this problem

優雅堂カジノで勝利しましたが、アカウントがロックされ、資金が没収されました。

優雅堂カジノから詳しい説明がありません。

このカジノは双子の兄から教えてもらいました。兄の方もアカウントをロックされているみたいで、もしかしたらカジノが何かしらの勘違いをしているかもしれません。

カジノグルのことも兄に教えてもらいました。

この問題の解決に協力をお願いします

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear yasuyan,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether your brother had an account at Yuugado Casino as well?
• If so, are you living in the same household?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

My brother also has an account with Yugado Casino.

We live separately.

Not from the same household

I have been able to withdraw money many times before, so this has suddenly happened and I am in trouble.

私の兄も優雅堂カジノのアカウントを持っています。

別々に住んでいます。

同じ世帯ではありません

以前に何度も出金出来ていて、急にこのようなことになり困っています

Dear yasuyan, thank you for your response. Could you please advise whether you have passed the KYC verification before your account has been closed?

Thank you in advance for your reply.

Yes, I passed the KYC verification about six months ago.

There are also withdrawal records at Yugado Casino

はい。KYC検証は半年ほど前に合格しました。

優雅堂カジノでの出金実績もあります

Dear yasuyan,

Thank you for your response.

Could you please forward your correspondence with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here

Additionally, have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Attila

I have forwarded the email. Please check it.

Once the bonus is distributed, it will be activated automatically after you make a deposit.

I play like that every time

I remember that this time it was a win in the cash portion.

メールを転送しました。確認お願いします。

ボーナスが配布されると、入金後自動的にボーナスが有効状態になります。

毎回その状態で遊んでいるのですが

今回はキャッシュ部分での勝利だったと記憶しています。

Dear yasuyan,

Thank you for your response.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you very much in advance for your reply.

Best regards,

Attila G.

This time I only played slots.

There is no live casino or sports betting available.

No, we do not use any such tools or software.

今回はスロットのみで遊びました。

ライブカジノやスポーツベットは利用していません。

いいえ、そういうツールやソフトウェアは使用しておりません。

Dear yasuyan,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello yasuyan,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and it seems similar to the multiple other complaints we received in recent weeks about Yuugado Casino.

I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Yuugado Casino to participate in this discussion as well.

Dear Yuugado Casino,

I'm looking forward to the information and evidence you can share with us regarding the alleged violations of your terms and conditions, of which this player is also being accused.

I understand that Casino Guru is no longer supporting Japanese, but will you continue to handle this complaint?

Do I have to write in a language other than Japanese?

カジノグルが日本語サポート終了とのことですが、このクレームは引き続き対応してもらえますか？

日本語以外で書き込みしなければいけませんか？

Dear yasuyan,

Our company language is English; however, to my knowledge, our system should still be easily capable of translating foreign languages into English. You are certainly welcome to respond in English, but if you prefer to use your native Japanese language, that should not pose any problems.

That said, there is currently no need for you to respond in the complaint thread. The responsibility for providing information and evidence lies with the casino team. Nevertheless, based on our recent experiences, the casino team has struggled to provide adequate evidence to support their decisions in several similar cases, which leads me to believe that the outcome of your case may be comparable.

Regardless, the casino team still has the opportunity to justify their decision or reconsider their position. Let’s remain optimistic.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear yasuyan,

The casino team has provided me with certain information and evidence that raises valid questions, which may partially clarify their actions. However, despite my repeated requests, the casino team has not supplied the additional information and evidence necessary for me to conduct an independent and thorough assessment of the situation.

Consequently, we are currently unable to support the casino’s actions, and it appears that the confiscation of your winnings is unjustified at this time.

This lack of transparency does not align with the principles of fair practice that we strive to uphold to ensure a fair gambling environment for both players and operators.

As a result, we regret to inform you that we must close this complaint as Unresolved—Insufficient evidence from the casino.

I understand that this is not the resolution you were hoping for, but we believe that the decrease in the casino’s rating due to unresolved complaints may encourage them to reassess their approach. Should the casino choose to respond and resolve the matter, we will reopen your complaint and notify you via email. In the meantime, if you wish to pursue your case further, you may submit a complaint to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article on How to submit a complaint to a regulator | Casino Guru helpful. Although the CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru